“When guests are angry, validate their emotions by saying, ‘I can see/hear how angry this makes you.'” Wrong!
Posts archive for November, 2016
It’s Not About Teamwork
Bolting on the latest ‘teamwork’ thinking is just ridiculously ineffective and misses the actual psychology behind the dynamics of impacting either individual performance or true team development.
10 Things I Do Differently
Here are 10 things I do to create meaningfully differentiated value for you and your business.
Strategy & Tactics
Not understanding the difference between strategy and tactics means you’ll probably get both wrong.
Driving (REAL) Guest Loyalty
Unless everything that goes on and/or is talked about in your business does not have you asking “How does this impact the guest?” you can’t be
successful long term.
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